Technical Support Specialist (Day of Job)
Posted on: January 25, 2023
STARTING PAY $20.50 PER HOUR!
The Day of Job Rep I provides technical support to Field Operation
Technicians with service activation and trouble resolution.
Responsibilities include supporting provisioning and repair
activities, equipment swaps and additions, TPV, port readiness and
troubleshooting activities for residential and commercial video,
voice and data services.
MAJOR DUTIES AND RESPONSIBILITIES
Provide support to Field Operation Technicians on Day of Job for
commercial and residential video, voice and data services.
Perform basic level troubleshooting for all residential and
commercial services (e.g. provisioning, switch, and network related
issues). Some of these issues may include problems related to
porting issues, adding or deleting equipment, reconnecting
services, repair modem swaps, routers, fiber, video and other
broadband products and services. Provide technical troubleshooting
on commercial email, web and DNS services.
Investigate, resolve and escalate when required, on any technical
issues that impair the customer's service or prevent
Open and track trouble tickets for tool failures, network outages,
IP issues, and plant issues for all telephony markets as
Provide support for installation and repair issues that fallout
from the IVR and Tech Mobile systems. Investigate and resolve all
installation exceptions and update the technician as required.
Successfully log all calls in the call tracker to capture reasons
As required, by-pass automation and manually activate voice
Monitor and resolve exception tasks related to the CB Order
Management or OSM system for all related residential and commercial
order activity. Coordinate requests for changes, supplements,
suspensions, and disconnects requiring updates to dispatched work
order; ensure installation technicians are informed
Support activation of additional services (per customer request) in
telephone switch and/or network elements and ensure changes are
captured by rescheduling the order or setting up a trouble call as
Perform other duties as requested by supervisor.
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to maintain confidentiality
Ability to communicate orally and in writing in a clear and
Ability to handle multiple projects and tasks
Ability to use personal computer and software applications ,
including Internet Explorer, Outlook, MS Word, MS Excel
Knowledge of telephone products and services
Knowledge of Internet products and services
Knowledge of IP network architecture, equipment, and software
High school diploma required
Education in IT, MIS or network solutions or equivalent
Related Work Experience Number of Years
Telecommunication experience 3
Network element provisioning/repair experience 3
Technical call center experience 3
High speed data, video and or telephone experience 3
Call center and office environment
7 day operation (hours will vary)
Charter is an equal opportunity employer that complies with the
laws and regulations set forth in the following EEO Is the Law
Charter is committed to diversity, and values the ways in which we
are different. TSUBR
Keywords: SPECTRUM, Scranton , Technical Support Specialist (Day of Job), Other , Vestal, Pennsylvania
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